جایگاه مشارکت در ارتقای کیفیت خدمات: پارادایم نوین در تعامل سازمان – مشتری ( مورد مطالعه: گمرکات استان خراسان رضوی)

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مقاله 4، دوره 3، پائیز و زمستان 1390 - شماره پیاپی 2، اسفند 1390، صفحه 76-95   

نوع مقاله: مقالات

شناسه دیجیتال (DOI): 10.22067/pmt.v0i0.15938

نویسندگان

شمس الدین ناظمی^* ؛ فریبرز رحیم نیا؛ علی میرابی

چکیده

امروزه، اهمیت توجه به کیفیت خدمات ارائه شده به اندازه ای افزایش یافته که توجه بسیاری از اندیشمندان مراکز تحقیقاتی و مدیران سازمان ها را به خود معطوف داشته است؛ از این رو، دو مکتب فکری متمایز برای ارتقای کیفیت خدمات مطرح شده است: مکتب اول به نقش سازمان در بهبود کیفیت خدمات و مکتب دوم به نقش مشتریان در ارتقای کیفیت خدمات توجه دارد. این تحقیق، موضوع بهبود کیفیت خدمات را از منظر مکتب دوم مورد بررسی قرار داده است. بدین منظور با استفاده از ابعاد معرفی شده از سوی رودیه و کلین (ذهنی، فیزیکی و احساسی) و بعد چهارمی با عنوان تعامل ارباب رجوع با ارباب رجوع، که مولفین مقاله حاضر، به آن اضافه کرده اند، مدل مفهومی تحقیق، طراحی و بر اساس آن، پرسشنامه ای تنظیم گردید. دو گروه به عنوان جامعه های مورد مطالعه مد نظر قرار گرفت. از جامعه اول (کارکنان)، با استفاده از شمارش کامل تعداد 53 پرسشنامه و از جامعه دوم (ارباب رجوع گمرکات)، با استفاده از نمونه گیری تصادفی سیستماتیک تعداد 154 پرسشنامه جمع آوری شد. ضرایب آلفای کرونباخ محاسبه شده برای هر یک از دو جامعه مورد مطالعه به ترتیب برابر 54/91% ، و 39/91% است. نتایج حاصل نشان داد، از دیدگاه هر دو گروه، ارباب رجوع با ارائه منابع سه گانه و تعامل مثبت با یکدیگر، در ارتقای کیفیت خدمات نقش دارند. همچنین یافته ها نشان داد، در هرچهار بعد، شکاف معنی داری بین انتظارات سازمان و عملکرد واقعی ارباب رجوع وجود دارد.

کلیدواژه‌ها

کیفیت خدمات؛ نقش ارباب رجوع؛ منابع ذهنی؛ منابع فیزیکی؛ منابع احساسی؛ تعامل ارباب رجوع با یکدیگر

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